Contact Center Quality Analyst jobs in Ohio
Contact Center Quality Analyst monitors and evaluates inbound and outbound interaction quality. Tracks issues in the quality monitoring systems or tools and analyzes the results. Being a Contact Center Quality Analyst provides feedback to improve performance and develops training programs. Works with other internal teams to define quality metrics. Additionally, Contact Center Quality Analyst typically requires a bachelor's degree. Typically reports to a manager. The Contact Center Quality Analyst gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work. To be a Contact Center Quality Analyst typically requires 2 to 4 years of related experience. (Copyright 2024 Salary.com)
Recently Added Contact Center Quality Analyst jobs
Contact Center Quality Assurance Analyst
- Epiphany
-
Akron, OH
FULL_TIME
-
Overview
The Contact Center Quality Assurance Analyst plays a crucial role in maintaining the quality and efficiency of call center operations. This position involves monitoring and evaluating interactions between call center agents and customers to ensure that high service standards are met. The primary objective is to enhance the overall customer experience, ensure compliance with company policies, and promote continuous improvement.
Responsibilities- Monitoring and Evaluation:
- o Monitor inbound calls, emails, chat interactions, and other communication channels.
- o Evaluate interactions against established quality assurance instruments and standards.
- o Assess agent performance based on predefined criteria, including communication skills, adherence to procedures, and product knowledge.
- o Provide constructive feedback to agents to improve their performance.
- Quality Assurance Standards:
- o Ensure that call center agents adhere to predetermined quality assurance standards.
- o Review open and closed customer issue tickets to assess quality and compliance.
- o Participate in calibration sessions to align scoring practices with other evaluators.
- o Communicate business goals, quality standards, processes, and procedures to agents.
- Training and Development:
- o Conduct or lead training sessions for call center agents (as needed).
- o Provide performance expectations, action plans, and development strategies to enhance call quality.
- o Conduct mock call training for new associates after they complete classroom training.
- o Facilitate side-by-side and listening feedback sessions with agents regularly.
- Reporting and Metrics:
- o Generate accurate and timely reports on call quality, productivity, availability, and other key metrics.
- o Track performance on a daily, monthly, month-to-date, and year-to-date basis.
- o Use data to identify trends, areas for improvement, and training needs.
- Bilingual Skills (English/Spanish):
- o Proficiency in both English and Spanish is desirable.
- o Ability to evaluate interactions in both languages.
- Education:
- o A relevant degree, such as a Bachelor’s or Associate Degree in Education, Communication, Business, or related fields.
- Skills:
- o Proficiency in Microsoft Office applications.
- o Experience in call center monitoring and evaluating.
- o Familiarity with call center quality operations and team leadership.
- o Knowledge of industry practices and standards.
- Experience:
- o Prior experience in a call center environment is essential.
- o Industry certifications are advantageous.
- 6 Days Ago
Contact Center Quality Assurance Analyst
- Epiphany Management Group
-
Akron, OH
FULL_TIME
- Contact Center Quality Assurance Analyst Overview The Contact Center Quality Assurance Analyst plays a crucial role in maintaining the quality and efficiency of call center operations. This position i...
- 13 Days Ago
Business Analyst - Contact Center
- Ventures Unlimited Inc.
-
Cleveland, OH
FULL_TIME
- Company DescriptionVUI since 2004 has been helping clients improve their business, environmental and social performance. We do this by applying innovative processes, market intelligence and fresh thin...
- 10 Days Ago
Technical Analyst (Contact Center Engineer)
- Western & Southern Financial Group
-
CINCINNATI, OH
FULL_TIME
- OverviewResearches, analyzes, defines, designs, tests, checks and plans activities and application of new technologies to processes. Recommends courses of action on new applications development when s...
- 7 Days Ago
Call Center Quality Analyst
- RDI Corporation
-
Blue, OH
FULL_TIME
- RDI Corporation is a world class outsourcer providing call center, market research, administrative, IT and creative services to a broad mix of companies, including Fortune 500 partners. At RDI, we bel...
- 8 Days Ago
Technician Quality
- Nestlé Quality Assurance Center
-
Dublin, OH
FULL_TIME
- Technician Quality If you’re motivated by meaningful work that directly contributes to the wellbeing of your community, the Nestlé Quality Assurance Center can offer you an unparalleled career. Our te...
- 1 Month Ago
Contact Center Quality Analyst jobs at Popular Companies
Bilingual Call Center Analyst
- Clark Creative Solutions
-
Silver Spring, MD
- Job Description Job Description We are seeking a highly motivated and customer-oriented Bilingual Call Center Representa...
- 6/1/2024 12:00:00 AM
Lead Call Center Analyst
- Department Of The Treasury
-
Birmingham, AL
- Duties As a Lead Call Center Analyst, you will: * Serve as Team Leader. Communicate and integrate the branches strategic...
- 5/30/2024 12:00:00 AM
Lead Call Center Analyst
- Department Of The Treasury
-
Washington, DC
- Duties As a Lead Call Center Analyst, you will: * Serve as Team Leader. Communicate and integrate the branches strategic...
- 5/30/2024 12:00:00 AM
Lead Call Center Analyst
- Department Of The Treasury
-
Philadelphia, PA
- Duties As a Lead Call Center Analyst, you will: * Serve as Team Leader. Communicate and integrate the branches strategic...
- 5/30/2024 12:00:00 AM
Lead Call Center Analyst
- Department Of The Treasury
-
Kansas City, MO
- Duties As a Lead Call Center Analyst, you will: * Serve as Team Leader. Communicate and integrate the branches strategic...
- 5/30/2024 12:00:00 AM
Lead Call Center Analyst
- Department Of The Treasury
-
Hyattsville, MD
- Duties As a Lead Call Center Analyst, you will: * Serve as Team Leader. Communicate and integrate the branches strategic...
- 5/30/2024 12:00:00 AM
Call Center Analyst 1
- Iron Bow Technologies
-
Manassas, VA
- Iron Bow Technologies is for people who believe trust is paramount, transformation is embraced, and the future is here, ...
- 5/29/2024 12:00:00 AM
Lead Call Center Analyst
- Bureau of the Fiscal Service
-
Birmingham, AL
- Summary PLEASE NOTE: Based on the current hiring restrictions, selectees may be subject to additional approvals prior to...
- 5/29/2024 12:00:00 AM
About Ohio
Ohio /oʊˈhaɪoʊ/ (listen) is a Midwestern state in the Great Lakes region of the United States. Of the fifty states, it is the 34th largest by area, the seventh most populous, and the tenth most densely populated. The state's capital and largest city is Columbus.
The state takes its name from the Ohio River, whose name in turn originated from the Seneca word ohiːyo', meaning "good river", "great river" or "large creek". Partitioned from the Northwest Territory, Ohio was the 17th state admitted to the Union on March 1, 1803, and the first under the Northwest Ordinance. Ohio is historically know...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Analyst jobs
$43,604 to $60,452